Guest Relation Executive

Ics Realty; Gurugram District; On-site; INR 274,000 - 328,000; Full time

Job summary

Ics Realty seeks an Info Desk & CRM Executive for its Gurgaon mall (Sector 65). The role centers on welcoming visitors, handling queries about stores, facilities, events and services, and logging customer feedback in the CRM system.

You will support CRM activities, loyalty programs, promotions, and coordinate with mall teams to ensure a smooth, customer-focused experience at the Information Desk.

Responsibilities

• Manage the Mall Information Desk and act as the first point of contact for visitors.
• Welcome and assist customers with queries related to stores, restaurants, facilities, events, offers and mall services.
• Handle customer complaints, queries and feedback professionally and ensure timely resolution.
• Maintain customer feedback and CRM records and update databases regularly.
• Support customer engagement and CRM activities conducted at the mall.
• Assist customers with loyalty programmes, memberships, promotions and campaigns.
• Coordinate with mall departments, security, housekeeping, parking, marketing and retailers for customer-related issues.
• Make announcements and provide accurate information regarding mall activities whenever required.
• Maintain daily Info Desk reports, visitor queries, complaints and feedback records.
• Support mall events, activations and customer engagement initiatives.
• Ensure a professional, courteous and customer-friendly experience at the Information Desk.
• Escalate critical customer issues to the concerned department/management and follow up until closure.

Job description

Job Description Info Desk & CRM Executive

Position: Info Desk & CRM Executive
Location: Gurgaon – Sector 65
CTC: Up to 27,000 per month
Industry: Retail / Mall Management
Department: Operations / Customer Experience

Key Responsibilities

• Manage the Mall Information Desk and act as the first point of contact for visitors.
• Welcome and assist customers with queries related to stores, restaurants, facilities, events, offers and mall services.
• Handle customer complaints, queries and feedback professionally and ensure timely resolution.
• Maintain customer feedback and CRM records and update databases regularly.
• Support customer engagement and CRM activities conducted at the mall.
• Assist customers with loyalty programmes, memberships, promotions and campaigns.
• Coordinate with mall departments, security, housekeeping, parking, marketing and retailers for customer-related issues.
• Make announcements and provide accurate information regarding mall activities whenever required.
• Maintain daily Info Desk reports, visitor queries, complaints and feedback records.
• Support mall events, activations and customer engagement initiatives.
• Ensure a professional, courteous and customer-friendly experience at the Information Desk.
• Escalate critical customer issues to the concerned department/management and follow up until closure.